@nagatopain Please check these articles:
hi @nagatopain
IdentityIQ can integrate with ServiceNow in several ways depending on your use case.
Common approaches include:
Hello @nagatopain
The approach would be:
User requests access in IIQ → Approval → IIQ creates a ServiceNow ticket → ServiceNow team fulfills the request → Ticket is closed → Status is updated back in IIQ.
Please check below documentation from SailPoint.
I created a free ServiceNow developer instance, set up a service account user, and assigned the required roles. Next, I edited the IdentityIQforServiceNowServiceDesk.xml file with my instance’s connection details (including the URL, username, password, and Basic authentication type). After importing the XML file, the application was successfully created. However, when I open the application, it appears empty, displaying only a ‘Test Connection’ button, which is currently failing. What should my next steps be? Do I need to map disconnected applications to ServiceNow, and if so, how do I achieve this?
Note: I want to to raise tickets for disconnected applications. Also an application Procurement_System is there as well.
Please refer to the Sailpoint IIQ documentation link for Integrating SailPoint with ServiceNow Service Desk.
I connected SDIM with iiq for ticket generation and I have a disconnected application but it is still failing to generate tickets. Is there a step I am missing that needs to be done after connecting the SDIM, perhaps a setting that routes the disconnected app to Service now.
Any help would be great!
@nagatopain Could you please specify what are the steps you followed?
Phase 1: ServiceNow Side Configuration (Personal Developer Instance)
https://service-now.com.sailpoint.sdim inside the sys_user table, explicitly checking the box for “Web service access only”.itil and web_service_admin roles to grant global read/write API access to the ticketing tables.Phase 2: Customizing & Importing the Integration XML
IdentityIQ for ServiceNow Service Desk XML(webinf>config) configuration file on the desktop and manually edited the core connection blocks.IdentityIQ for ServiceNow Service Desk application definition block and the backend tracking IntegrationConfig engine.Phase 3: SailPoint IdentityIQ Governance Setup
Governance Connector Deployment: Created a separate, standard native ServiceNow Application Definition
running aggregation types.
Account Aggregation: Ran an Account Aggregation task against the PDI endpoint to bring ServiceNow users into SailPoint and cache their unique 32-character database tracking strings (sys_id) inside the identity cubes to prevent target validation failures later.
Disconnected Target Wiring: Opened the backend schema metadata of a flat-file target system (Finance Application) within the /debug console and cleanly injected the matching integration execution routing attributes into its internal attributes map:
<entry key="integrationType" value="ServiceNow Service Desk"/>
<entry key="IntegrationNotificationExecutor" value="sailpoint.integration.IdentityIQIntegrationExecutor"/>
Note: I am doing this in a sandbox and lmk if you need any screenshots.
The official “SailPoint for Service Desk” app from the ServiceNow Store provides critical scripted REST APIs, catalog items, and workflows that IIQ relies on. Bypassing it and only assigning itil + web_service_admin roles might not be sufficient.
Also, have you configured IntegrationConfig in IIQ as well?
@nagatopain Then most likely you are missing the Sailpoint for Service Desk app in ServiceNow.
